Required Skills:

• Ability to develop solutions using PowerShell, VBScript, etc. to identify and/or remediate problems/issues/requirements related to Microsoft Workplace Modernization efforts: Windows 10 SAC (and above) and Office M365 Apps.
• Ability to develop scripted solutions to evaluate, identify and remediate, when necessary, issues related to computer system health, i.e. status of critical services, restarting failed services, low disk space, high CPU utilization, review event logs for issues, etc.
• Collaborate/interact with other diverse functional groups to accomplish stated objectives.
• Research, evaluate, and develop a wide variety of complex technology components of a tactical nature.
• Independently install, test, and implement complex component-level changes within the technology infrastructure.
• Operate, maintain, and provide support for a wide variety of complex technology components.
• Establish operational processes for delivering world-class technology platforms.
• Independently analyze and develop innovative resolutions for complex problems involving availability and/or performance at the component level. Work with Suppliers to resolve problems and implement approved solutions independently.
• Perform capacity and performance analyses and develop and implement recommendations.
• Develop, plan, and manage project tasks.
• Participate in the preparation of materials and oral presentations for customers and management.
• Play a lead role in meetings relating to specific technical projects or tasks.
• Develop and recommend innovative solutions to business problems of moderate complexity, including preparation of cost-benefit analyses.
• Establish and maintain working relationships with Suppliers. Understand and influence Supplier strategies and product directions.
• Develop and maintain specialized knowledge of current and emerging technologies within assigned division or platform.
• Provide training to less experienced team members of the IT department.
• Analyze and resolve complex hardware and software problems with distributed systems.
• Use in-depth knowledge of distributed hardware and software systems.
• Use the management systems for endpoints. These include Tanium, MECM (Microsoft Endpoint Configuration Manager), Ivanti MDM/Neurons, Active Directory and others as required.
• Perform tests and implement hardware/software adds, changes, backup, and restoration functions, etc.
• Perform visual checks of all system components, wiring and status lights.
• Escalate unusual or unexpected findings as appropriate.
• Provide periodic reports to users and managers of systems status.
• Provide weekly status reports and maintain project cost charge backs.
• Maintain project plans as required and notify management of critical failures and/or missed milestones.
• Use change and test management procedures as required.
• Provide an action plan for resolution of any/all faults detected.
• Perform isolation testing of problem equipment and/or software.
• Provide documentation of all solutions to problems.
• Provide reports with intent to share solutions found.
• Provide and implement escalation processes and/or procedures.
• Develop, implement, and follow the appropriate quality assurance program.
• Develop recommendations and procedures for implementation of new hardware/software products and applications, suitable for presentations.
• Edit computer-based documentation and trouble ticket systems to document equipment configurations, track changes, track issues, and compile performance data.
• Monitor trouble tickets in the support queue to address deployment/packaging/automation projects impact. Take corrective action to address issues.
• Fully cooperate, and to the best of abilities, effect an orderly and efficient deployment of services. To avoid/mitigate service interruption, the incumbent engineer must continue to provide comprehensive support services during a deployment period, which must include, but not limited to, all necessary information, training of personnel, transfer knowledge, processes, and techniques.
• Create change requests, in compliance with existing procedures, for change management.
• Perform user assistance, training, and information sharing.
• Provide on-site system or application support for deployment/installation as required.
• Interact with other diverse functional groups to accomplish stated objectives.

This position requires the following demonstrated competencies:

• PowerShell scripting experience to focus on package creation and automation.
• Customer service skills and the ability to satisfy client problems and needs when working in a Service Center environment successfully and consistently.
• Effective oral and written communications skills.
• Ability to be proactive and resourceful in managing multiple priorities in a dynamic and fluid environment.
• A commitment to quality.

Education/Knowledge Requirements:

o A minimum of eight (8) to twelve (12) years relevant experience.

o A degree from an accredited College/University in the applicable field of services is required. If the indiviual's degree is not in the applicable field then four additional years of related experience is required.

o Typically performs all functional duties independently.

o Note: Special credentials (licenses and/or certifications) may be required at the Task Order level on a case-specific basis.